IT Briefing

8/19/10

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Agenda

8/19/10

• SMCC Updates• SMCC – Incident Preview• Exchange / Eagle Update• One IT

• Joel Thomas• Tiffany Kady• Jay Flanagan/Felicia Bianchi• Rich Mendola

Service Management Competency Center (SMCC)Joel ThomasTiffany Kady

– Communications– Roadmap– Phase II Project Updates

• Request-Lite

• Configuration Management

• Incident Management

SMCC UpdateAgenda

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Communications Update

SMCC Update

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Communications

SMCC Update

• Website  smcc.emory.edu  is  LIVE:  August  4,  2010

• SMCC  News  BulleCn  to  Local-­‐L:    July  29,  2010

• SMCC  Blackboard  site

• Road-­‐Shows  98%  complete.    SCll  scheduling.

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Road Map Update

SMCC Update

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SMCC UpdateIT Service Management: Road Map – August 2010

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Q1  2011

Q4  2010

Q32010

Q2  2010

Q12010

Q4  2009

Change  Mgmt

Incident    Mgmt

Problem    Mgmt

FoundaCons

Discovery

CategorizaCon

Request    Mgmt  ‘Lite’

Request  Fulfillment

ConfiguraCon  Mgmt

Knowledge  Mgmt

Request-Lite Update

SMCC Update

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Why Request-Lite ?

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• It’s either BROKE or I NEED IT• Request-Lite Scope is only to duplicate existing

functionality within Remedy. • No enhancements until Request Fulfillment goes live.

SMCC Update

Forms currently in Remedythat will be available in Service-now

Forms currently in Remedythat will be available in Service-now

• Premium Exchange• Clean Room• iTunes U• Sponsored Account

• DNS• Internet• Security• Learn Link

Configuration Management Update

SMCC Update

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Configuration Management

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• Project scope change approved:– Include the analysis of Remedy Product names to cater for

routing and queue management

• Facilitated two Focus Groups:– UTS Coordination Team: August 10th, 2010– Local-L: August 12th, 2010

• Development underway: 50% of the functional requirements completed

SMCC Update

Configuration Management

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• ART (Architecture Review Team) Review scheduled for Service-now Discovery: August 19th, 2010

• Configuration Management Documentation:– Blackboard: Service Management Competency Center Configuration

Management

SMCC Update

Incident Management Update

SMCC Update

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Incident Management

SMCC Update

• Completed Agile Development Cycle for Phase I

• Interface, Notifications, Surveys, Reporting, People Data, Integration to KM articles, Hierarchy of People/Support Groups, Service-Desk module

• Begin Agile Development Cycle for Phase II

• Assignment (Support) Groups, Interface, IT-Alert, Roles and Responsibilities, Routing Rules, Self-Service Website, Mobile View, Clean Room forms

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Incident Management

SMCC Update

• Participation Agreement

IN

Carter Center, CCI, Emory Card, Emory College, HR-IT, OIT-Architecture, OIT-Security, OIT-Research & Health Sciences, Oxford, SOM, RSPH, University Library, UTS, Winship, Yerkes, Campus Life, Business School, Theology, DAR, SON

Χ Out

Emory  Health  Care,  OIT-­‐Finance,  Law  School,  Office  of  Research  AdministraCon  IT

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Incident Management

SMCC Update

• Training

• 153 People Currently Trained on Incident Management Process, Categorization, and Tool Training

• Sign-up for Training at: h_p://smcc.emory.edu/training/training_form.php

• Sneak Peek of the Tool (Quick Highlight Overview)

• Interface

• SLM  Dashboard  

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SMCC Update

Ques.ons

smcc@emory.edu

The  IT  RecommendaCons  Report  and  the  “One  IT  IniCaCve”

Rich  Mendola

August  19,  2010

Agenda

• Background

• Guiding  Principles

• OrganizaConal  Alignment

• IT  Governance

• Assessment  phase

• Summary

Background

• Several  of  the  chairs  and  center  directors  sent  a  le_er  to  President  Wagner  expressing  their  concerns  with  the  disconCnuiCes  in  the  IT  support  structures  at  Emory

• As  a  response  to  that  le_er,  I  was  asked  by  President  Wagner  to  work  with  the  group,  along  with  the  EVPs,  Tom  Lawley  and  John  Fox,  on  crafing  a  set  of  recommendaCons  that  would  address  the  group’s  concerns  

Guiding  Principles

• All  members  of  the  Emory  Community  should  be  able  to  obtain  high  quality,  customer  focused  IT  services  anywhere  within  the  IT  organizaConal  structure.    

• Matching  the  right  service  with  a  customer  request  should  be  the  responsibility  of  the  IT  organizaCon  and  every  effort  should  be  made  to  make  this  process  as  seamless  as  possible.    

• InformaCon  Technology  should  be  governed  through  a  consistent,  transparent  and  representaCve  process  that  aligns  with  Emory’s  missions  and  allows  for  the  prioriCzaCon  of  iniCaCves  that  cut  across  missions.      

• The  InformaCon  Technology  funcCons  at  Emory  should  report  to  a  single  Corporate  CIO  and  should  foster  an  aspiraCon  of  being  a  “uni-­‐versity”  rather  than  a  “mulC-­‐versity.”

ConCnued  on  next  Slide…

Guiding  Principles

• Service  offerings  will  improve  if  they  are  assessed  by  what  works  best  for  the  customer  instead  of  in  the  context  of  what  part  of  the  IT  organizaCon  “owns”  the  services  due  to  history,  locaCon  within  the  University  or  EHC  organizaCon,    or  funding  source.

• From  a  funding  standpoint,  every  effort  should  be  made  to  maximize  the  effecCveness  of  Emory’s  exisCng  IT  spend  so  that  savings  can  be  reinvested,  and  in  a  context  of  complete  transparency  showing  all  sources  and  uses  of  funds.    Further  investments  in  IT  will  need  to  be  done  in  the  context  of  limited  discreConary  resources  and  will  require  the  reallocaCon  of  funds  from  other  acCviCes.    

OrganizaConal  Alignment

• In  order  to  promote  a  more  seamless  delivery  of  IT  services,  to  acknowledge  an  emphasis  on  incorporaCng  the  research  and  educaCon  missions  into  the  work  of  the  EHC-­‐IS  organizaCon,  and  to  clarify  the  accountabiliCes  to  the  VP  of  IT  and  enterprise  CIO,  the  EHC  CIO  will  now  also  carry  the  addi$onal  Ctle  of  “Deputy  CIO,”  with  more  specific  accountability  to  Emory’s  academic  mission  in  the  VP  of  IT’s  Office  of  InformaCon  Technology  (OIT).  

IT  Governance  Process  Changes

• All  business  cases  will  be  documented  with  the  same  form,  for  the  sake  of  consistency.    The  common  form  will  have  explicit  quesCons  on  whether  any  given  project  might  have  impacts  on  more  than  one  mission  and  how  the  suggested  iniCaCve  will  be  configured  to  maximize  the  value  to  those  missions.

• All  business  cases  will  also  be  evaluated  against  a  documented,  unified  IT  architecture,  operaConal  plan,  and  common  project  schedule.    This  will  avoid  the  introducCon  of  duplicaCve  systems  and  those  that  are  at  odds  with  our  common  IT  architecture,  IT  operaConal  plans,  or  staffing  models  in  any  of  the  IT  divisions.    

• Business  cases  will  be  available  on  the  web  for  review  by  Emory  faculty  or  staff  who  were  involved  in  any  part  of  the  IT  governance  process,  thus  adding  an  element  of  transparency  to  the  idenCfied  prioriCes  in  IT.

IT  Governance  Funding  Flows

Assessment  Phase

• President  Wagner  has  approved  the  report  and  we  have  now  started  our  six  month  assessment  phase,  focused  on:– IdenCfying  customer-­‐facing  service  improvements

– Reviewing  internal  IT  process  improvements  that  will  reduce  duplicaCon  and  create  efficiencies  that  can  be  reinvested

– DocumenCng  the  IT  spend  in  SOM  departments

– Preparing  documentaCon  for  the  FY12  budget  cycle

IT  Planning  Retreat  (July  12)

• IdenCfied  focal  areas  and  working  groups– IdenCty  Management  (simplify  access;  single  sign-­‐on)

– CollaboraCon  (document  sharing,  wikis,  Sharepoint)

– Help  Desk

– Desktop  Management

– Data  Management– Network  Zone  SimplificaCon

– Architecture/Security  Reviews

– Data  IntegraCon

• Agreement  that  mulC-­‐channel  communicaCon  plan  must  be  a  priority

Summary

• The  organizaConal  and  governance  changes  outlined  in  the  IT  RecommendaCons  report  will  be_er  align  IT  with  the  mulCple-­‐mission  nature  of  the  insCtuCon  and  will  improve  the  stewardship  of  our  IT  expenditures

• Combined  with  an  appropriate  level  of  investment,  IT  will  be  poised  to  realize  its  full  potenCal

Exchange 2010 Project

Jay FlanaganFelicia Bianchi

Exchange 2010

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Exchange 2010

Monthly Updates

– CAS VIP Upgrade Detail Q&A Meeting• Reviewed issues and discussed

– ENID Code Update part one Aug. 14– EAS Update– Volunteers

• Need your names– Eagle users – may be as early as October

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High level schedule

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Exchange 2010

June/July Apr/MayFeb/MarDec/Jan11Oct/NovAug/Sept

Blackberry  server  tesCng  

Exchange  2010  Infrastructure  &ApplicaCon  Set  up

Archive  Service  TesCng

Healthcare  Virtual  Desktop  tesCng

Account  provisioning  for  2010  (ENID) Move  accounts  with  no  Modular  Messaging

Avaya  MM  Upgrade

Move  accounts  with  Modular  Messaging

System  ModificaCons  Based  on  test  results

General  move  and  Project  close

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Exchange 2010

Ques.ons

Eagle Mail Decommission

Or I am finally going to the big roost in the sky…..

Jay Flanagan

Eagle Mail Decommission

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Eagle is Dead, Long Live Eagle

Project Update

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• Deleted initial accounts that could be deleted – over 20k+ accounts since last November– Regular delete processes– Review and deletion of forwarding users– Lack of use

Eagle Mail Decommission

Project Update

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• Meeting with schools and departments• Migrated over 500+ accounts to

Exchange and deleted the corresponding Eagle accounts

Eagle Mail Decommission

Eagle Mail Decommission

• Current total is 10,552• An estimated 3000+ accounts to be

deleted during the fall delete process• Leaving approximately ‘7,552’ left

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Accounts Still in Eagle

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Eagle Mail Decommission

Ques.ons

Discussion on RemovingExternal Authenticated SMTP Jay FlanaganDavid GottschalkGraham Wells

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External  Authen.cated  SMTP

Ext. Authenticated SMTP

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EXTERNAL

Internal

Internal

External

Ext. Authenticated SMTP

• How does it work?– Can be accessed both internally and externally– Allows users who are roaming to send email

regardless of physical location– Users can send mail as long as they

authenticate with their NetID and Password– Once authenticated they can send encrypted

mail via the SSL (port 465) or the TLS (port 587) via smtp.service.emory.edu

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Ext. Authenticated SMTP

• Why shut this service down?– It is important to note that this service is only being

shut down for users accessing from the Internet. – To prevent this service from being compromised by

hackers as it is exposed directly to the Internet and presents a risk.

– Phishers have used this service from the Internet to send out large amounts of spam.

– Our email reputation is hurt on the Internet, and disrupts service for all of Emory (we are often blacklisted by major email domains, Gmail, Hotmail, etc.)

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Ext. Authenticated SMTP

• What are alternatives?– Non-IMAP Exchange User’s are not affected– Users will be able to still access this service from

Emory’s networks, and if they are connected to the VPN.

– Users who are using this service can alternatively use their ISP’s relay

• Contact ISP to determine relay• Reconfigure mail client to use provided relay

– Some email providers allow authenticated SMTP from anywhere

• Sign up for account• Determine relay server address• Reconfigure mail client to use provided relay

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Ext. Authenticated SMTP

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Ques.ons

Ext. Authenticated SMTP

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IT Briefing

Thank you for coming!